The Customer Service Representative sends a Mortgage offer to the customer and waits for a reply.

If the customer calls or writes back declining the mortgage , the case details are updated and the work is then archived prior to cancellation.

If the customer sends back the completed offer documents and attaches all prerequisite documents then the case is moved to administration for completion.

If all pre-requisite documents are not provided a message is generated to the customer requesting outstanding documents.

If no answer is received after 2 weeks , the case details are updated prior to archive and cancellation .